n today’s world of online reviews, businesses are faced with both positive and negative comments. So how do you respond to feedback and use it to your business’ benefit?
Why does business need feedback?
According toresearch, 90% of consumers read reviews before buying a product or ordering a service. At the same time, 91% trust the information c level executive list they read Effectively Handle Positive as if it were a recommendation from a family member or friend. Thus, reviews become the driver of interest in companies.
Reviews make it easier for potential customers to compare products from different brands, evaluate the quality of the goods and services provided, and analyze whether the product or service is suitable for their situation.
When it comes to business, reviews help it:
- attract a new audience;
- win her trust;
- discover your own shortcomings and correct them;
- make sure that the brand is really interesting (this support is especially important for small businesses that are just starting out).
Where to start working with reviews
You need to regularly monitor review sites, social networks and search engines for reviews about your brand in order to promptly respond to feedback.
You can also optimize your reaction advocacy in the third sector search using paid services such as”Medialogy”,YouScan,Brand Analytics.
It is important to track feedback so as not to make the client wait too long for an answer, to respond to their pain in a timely manner, to soberly assess your strengths and weaknesses, not only the product, but also the service: delivery, communication between sellers and buyers and other parameters.
How to work with positive reviews
There is a common misconception that positive feedback does not need to be processed. However, ignoring a positive review is a demonstration to the client Effectively Handle Positive that their opinion does not matter. It is important china business directory to show the buyer of a product or service that you are grateful for their comment, that you are happy with it, and that you value the opinion of everyone who has used your offer. This approach can potentially increase the loyalty of an existing client and attract new ones.
But how to work with positive feedback?
- Please contact the client by the name or nickname they provided in the comment.
- Say thank you for the review by describing the feedback as “great,” “extensive,” “detailed,” etc.
- Focus on the details the customer appreciated to show that your response is more than just a formal reply.
- Give your client a nice gift: offer something for free, tell them about planned promotions.
- Invite him to visit your store or company again, with a slight emphasis on another offer that might interest him.
- Say thank you again: Although this is not a core element of the structure, it can bring the dialogue to a close and reiterate your appreciation.
If the client responded emotionally, with emojis, enthusiastic epithets, you can add a couple of exclamation marks to get as close to his wave as possible.
Responses to positive reviews are essential. They increase customer loyalty, emphasize the politeness and gratitude of the company, and therefore form a positive image of the company in the eyes of consumers.
How to respond to a negative review
Responding to a negative review is one of the main aspects of working on a brand’s reputation. Effectively Handle Positive When analyzing bad feedback, follow the following algorithm.
Don’t ignore negativity. Failure to respond to negative feedback will result in customers leaving and sharing your “unresponsiveness” and, in their opinion, poor service or product on other platforms.
Don’t limit yourself to a routine reply. Your task is to solve the client’s problem, not to reply for the sake of form. Especially since there is a high probability that other consumers will face the same difficulties.
Avoid responses like: “Thanks for your feedback. We’ve passed the information on to our customer service team.”